Reviewer Photos & Videos
- Verified customer
Horrible service, never again
I booked tickets for the 14th of April through Webjet with Etihad Airlines. I paid $120 on top of the ticket price for insurance in case the flights were cancelled or something happened. Due to the COVID-19 circumstances, the flights were cancelled by Etihad Airlines. I have been trying to get a refund for weeks now but they will not do anything about it because we "didn't read the terms and conditions" that states that in a situation like this (pandemic) you're not able to get a refund. I think this is unacceptable, why did I insure my ticket then? Never book through them, no one will talk to you if you want money back.
Terrible In A Crisis
I've used Webjet for many years now and spent tens of thousands of dollars through them. They have always been great until COVID 19 hit. I was stranded in the US and couldn't contacted them. I contacted United Airlines direct and they were great helping us get home. I also had flights booked for Europe in April but again I found them hard to contact, I could only contact them online. I waited for 2 weeks and nothing happened. I then contacted Qatar Airlines direct and they were very helpful, they resolved my problem in 15 Minutes. I also had ac...commodation booked with Flight Centre and they were easy to contact and fantastic to deal with. I will never use Webjet again to book anything. I will be going direct with the airlines or using Flight Centre from now on. I would give a 0 if I could.
I bought flight tickets through Webjet with Etihad for April 14th. I wanted to be sure I get my money back if these flights would be cancelled so I paid $120 for insurance for my ticket. Obviously flights were cancelled by Etihad airlines due to the current covid-19 circumstances. Til today Webjet don't want to give me any of my money back, their excuse is that we didn't read the full terms & conditions of the insurance that says I'm not eligible for a refund in the case of a pandemic. I don't understand why did I pay $120 for insurance on top of the ticket? No answers from them, they don't even answer the phone anymore. Never book anything through them.
Don't deal with Webjet or Nexus Holidays
I paid a deposit $1078 to Webjet in November 2019 for two 13 day Discovery China Tours to travel on 16 May 2020. Due to Covid 19 the tour was cancelled. After numerous phone call I was told initially that Webjet was going to give us a full credit for the deposit. Later on, I found out the Webjet decided to palm it off to their third party tour company, Nexus Holiday. Webjet made it clear that they were no longer wanted to deal with us even through we paid the deposit through them. Nexus Holiday is only going to give us a partial refund in 12 weeks time and with a $400 non-refundable portion. We are both pensioners and don't think why we should be out of pocket 37%. I will never deal with webjet or nexus again.
I would advise people to be very careful when booking holiday packages with Webjet. They take your deposit then pass you onto an unknown wholesaler. In our case it was a company called Nexus Holidays who are not even registered with the AFTA. Needless to say Nexus has a terrible rating with awful reviews and Webjet (who take the original booking) will not help out in any way. Avoid the hassle and go through an accredited travel agent who will find you a decent, honest company to travel with. I will never use Webjet again.
The problem with WebJet is they think they have the right to ignore you. Pay your money and then leave us alone - that’s their internal mantra.
Booked flights to NZ. Obviously Covid19 has changed things. But trying to get a refund or any info at all is impossible. They simply refuse to respond. We have waited months for any contact - every email and phone call is simply ignored. Do not trust them. There are better solutions. Simple as that.
Webjet wont even provide a credit for a future travel, they just want to take your money
I booked and paid in full for a Canadian Rockies and Alaska cruise in August 2020 and due to COVID-19 I have asked Webjet for a credit so we can use next year. They don't want to do this and just want to take our money. We went with Webjet as they are advertised as Australian owned. Has anyone else had issues with Webjet?
- Verified customer
DISGRACEFUL! Airlines refund your money but Webjet keeps it? I'm joining Class Action at Slater & Gordon
Qantas is refunding money to customers for flights they cancelled. But webjet refuse to reply and continue to hold on to your money! If I don't get my mponey back in 7 days then I will refer this to lawyers Slater & Gordon. https://www.slatergordon.com.au/class-actions/current-class-actions/travel-vouchers
Disgused by the lack of correspondence!
Now I get that Covid 19 has thrown us a curve ball. Don't get me wrong, but having done the right thing and used their online portal to cancel our holiday flights to Perth several days before the due date, I have yet to receive any kind of follow up from Webjet to let me know if we get our money back, or at least a flight credit. I think I've been patient, the flight was due out March 31.
How about you give your team an JOB Webjet, and start contacting your clients to keep us up to date with what is happening to our millions of dollars, currently sitting in your bank account?!!
Webjet not passing on refunds
We had flights with 3 different airlines booked through Webjet, we were told all three airlines were only offering credits, which are unusable considering they have to be used in the USA before September 2020 and we are in Australia. The airlines are Hawaiian, Alaskan and Virgin Australia. We contacted all three airlines and Hawaiian and Alaskan said they would issue us a full refund but we would have to obtain it though Webjet as they were the booking agent, when we told Webjet what they said about the refund they said we needed a waiver code ...from the airlines and that they weren’t aloud to ring them and that we must ring them again to obtain it, when we did both airlines told us they were flat out lying and that Webjet are the only ones who can obtain the code, they are just giving us the run around, as for virgin they have $9000 of our money, they cancelled our flight and they have a Client compensation policy on their website which states if they cancel your flight and can’t provide you with another suitable flight they will refund your money, Webjet said they have changed this policy now but it is still on the virgin website , they told it was because they went into administration but don’t worry our unusable flight credits are still valid! How is that even possible???
Current affair story tonight
Tonight’s story was about SN travel company holding customers large amounts of money . Need to let them know it’s the big player Webjet that are doing the same. Just by looking at reviews they are holding a lot a lot of money . Webjet have received money back from airlines as the airlines cancelled the flights . Webjet likely haven’t had to get money back from hotels as a lot of hotels might not have even been booked yet. Webjet don’t reply to emails and their message me online chat does not work. I have patiently waited , not contacted ...them about cancellation , accepted their emails saying just have patience we will get to you, however I have received a ecredit that has to be used to make a booking within 12months . However the credit is wrong among not and the other two I booked for in our party haven’t received their credit and one of them paid single supplements so needs a higher value than us other two. But how long will it take me to sort that out when I can’t talk to anyone. What’s the chance of getting a refund , who knows . And what happens if haven’t made a booking within the 12months . Webjet are holding us over a barrel when wanting to use our own hard earned money . Like someone says if they want to stay in the industry after this thy better smarten up as these reviews will be against their history for a long time .
All issues resolved
Had a package deal to Hawaii booked for May when my flights got cancelled due to COVID. Initially I held off contacting Webjet due to the warnings of long waits, a month before my trip I contacted Webjet via online chat, and phone call and got connected to a consultant straight away all 3 times. I was issued a full credit for my flights and a full refund for the hotel without many dramas. Happy with the end result.
I had a booking with Webjet just before all the travel restrictions were put in place. We were sent emails advising that they were experiencing high volumes of work and had backlogs so they would get back to us. We were then sent an email giving assurances that they would not be keeping any of the refunds from airlines. When we finally received advice that our flights had been cancelled we were offered a credit. I sent an email requesting a refund not a credit and have not received a response. I understand business are all suffering and want ...to keep funds, but it is our money, not theirs and there has not been the contract fulfilled with my getting to fly. So they should return the money to me. They have not fulfilled the contract which was a flight to Qld!!!! If they want to stay in business, they should think about how they treat their customers now. We are all hurting and we all need the money!
Webjet not responding or refunding !
If we could give Webjet NO STARS we would! They should HANG THEIR HEADS IN SHAME at the way they are treating PAYING customers who have supported them over many years and in these trying times. If Webjet, are in future, the only company to use to book travel, we would rather hire a boat and row across to New Zealand ! My husband and I booked return flights to New Zealand through Webjet on China Airlines in October 2019 and paid in full. At the beginning of March 2020 we received an email from China Airlines to say our flight had been cancelle...d and that we were entitled to a full refund but would have to claim it from Webjet as they are “holding the money”. We have been trying to contact Webjet since the beginning of March, via email, live-chat and telephone, the response has been non-existent and the silence deafening ! They send Automated emails or emails with links that do not work, their phone lines cut you off and there is on one on their “live-chat” (we know this because we had the live chat on all day!) To add insult to injury and our empty pocket, we read in one of their automated emails that “...you must re-book your travel within 12 months from the date of when your initial booking(s) was made.” HOW ARE WE SUPPOSED TO DO THAT IF WE CAN’T GET A REFUND OR TRAVEL CREDIT ?!
Lodge a complaint with the ACCC
Like everyone else on this site I have been told lies by Webjet regarding a $9000+ refund for cancelled flights. The have made trying to contact them impossible. I have lodged a complaint with the ACCC and strongly suggest everyone who has suffered at the hands of webjet do the same simply by filling out a form on the ACCC website. Its not difficult.
Resolved quickly without any issues
I cancelled my flights through Webjets online cancellation system (due to COVID19), a few weeks later I contacted them (48 hours prior to my scheduled departure) to check the status of the flights. They advised me the flights had been cancelled and full credit had been applied to my account. I asked if they could submit a refund request through to Emirates, which they did and within 48hours my request had been accepted at no cost and I received a full refund. Not going to lie, I was definitely expecting to be let down a little but the wait time...on the phone wasn’t even 5 minutes and the customer service team were really friendly and helped me without any issues. I’m yet to receive my refund from Emirates (which is understandable) but I’ll definitely be booking with Webjet in the future.
- Verified customer
We need answers regarding our cancelled flights!!
We booked return flights from SA to Australia with Webjet. We sent an email before our flight requesting clarification should the airline cancel and were told, should the airline cancel, we would get a refund. Our return flight was cancelled with no offer to reschedule or refund. I can't get a response from anyone. Still waiting to be contacted.... had to book alternative flights at premium price to get back before lockdown on the 26 March.It has cost us a further R40000 , having to rebook with Quantas to get back to SA before the lockdown.
Questions & Answers
I still have outstanding flight change requests from 15th March and 1st April (all flight dates now passed). Can you please advise when I can expect a response??
Hi I booked a package with Webjet to Japan last year. I didn’t realise there was a third party involved when I bought but there was and it was called tomato travel. I paid a deposit to you guys for which you have given me a voucher 2500 however there is still another 3600 outstanding that tomato travel says they can’t refund me for. My insurance company will not pay out either as they offered a September postponement for more money which obviously I would not be able to go on due to covid. I was wondering if you can help me. I understand tomato travel might have to wait a few months to find out what’s going on however I did book with you not Tomato travel. I am happy to have a voucher for the outstanding money if you can do that kind regards Carol Stapley.
We are having similar problems, slater and gorden lawyers are looking into a class action against 3rd party booking agencies including Webjet, please go to their website and register your complaint, they have already promted flight centre to do the right thing by the threat of a class action let’s hope they can do it for us with Webjet!
I recently rang webjet exclusives asking for a refund instead of an ecard credit.
Previous to that call I rang them a number of times requesting a refund only to be fobbed off with excuses.
I was told that the only thing I can do is refuse the ecard they will then send me a letter so I can claim from my travel insurance.
The only problem there is if I refuse the credit and try and claim off my insurance and get refused by them I lose close to $11,000.
I have until 12th April 2021 to use the ecard after that any money left on it is lost.
I can't see how they can legally get away with not refunding.
I would definitely be in on a class action against them.
Count me in on that; their mishandling of requests is shocking. No questions, they just act and play games with OUR money...
I have experienced exactly the same lack of customer service after many attempts to contact Webjet Exclusives for a refund not an e Gift Card. They fob you off with generic replies and refuse to refund.
I understand that Travel Insurance Policies will not ordinarily pay out as a result of a pandemic unless specifically covered in your particular policy.
Like you Webjet Exclusives have $14,000 of my money, did not provide the service I paid for and refuse to refund........where is the ethics, morals and justice in that?!
There must be many people in a similar situation and we all need to voice our discontent with how Webjet Exclusives are handling this situation!
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